Director of Customer Success

Job Description

Hello, we’re ScreenCloud!
Founded in 2015 and with 10,000+ customers around the globe, ScreenCloud is a cloud-based SaaS company, employing over 100 people in our Bangkok, Belfast, LA, Charlotte and London hubs.
At ScreenCloud, we’re hard at work helping businesses to make stronger connections at scale, and with those who are most important to them; their employees & their customers. By using the screens on their walls & the content in their systems, we enable the sales, productivity & engagement that keep our customers’ businesses thriving.
We’re very proud of our product and we’re also incredibly proud of our people. It’s our ‘ScreenClouders’ and the culture they nurture that will take us where other companies just can’t go. So if you’re someone looking to join a team of talented individuals, apply below!
The Role
As the Director of Customer Success, your mission is to drive customer satisfaction, retention, and growth. You’ll lead a team of Customer Success Managers (CSMs), ensuring our clients achieve their desired outcomes while maximising the value of our solution

Responsibilities

• Manage and mentor the customer success team, fostering a collaborative and customer-centric environment
• Recruit, onboard, and develop new customer success representatives across our global hubs
• Be responsible for hitting our Gross Revenue and Net Revenue Retention targets
• Develop and execute strategies to drive customer growth and reduce churn
• Analyze usage data, adoption rates, and customer health metrics
• Guide customers in maximizing the value of our solution
• Collaborate with CSMs to create personalized success plans for accounts
• Work closely with Sales and Product teams to align customer needs with our offerings
• Be the voice of our customers within the organization
• Handle escalations and resolve complex issuesPromote the creation of customer Case Studies and Testimonials
• Regularly update company leadership on team performance, customer health, and trends
• Present actionable insights to drive strategic decisions

Requirements

• Understanding of key Customer Success metrics
• Customer centric
• Strong and established management and coaching skills, with the ability to manage and inspire direct reports
• Well organised and positive about process
• Excellent communication, negotiation, and problem-solving abilities
• Ability to work effectively in a fast-paced, rapidly changing environment
• Be motivated to conduct research to stay up to date with the latest industry knowledge, competitors and trends, in order to implement this knowledge within ScreenCloud and help us to stay agile and ahead of the game
• Willingness to travel as needed
• Proven success leading a SaaS Customer Success team, ideally across multiple locations
• Prior experience of SaaS with knowledge of subscription and renewal models
• Demonstrable experience of accurate reporting and analysing key customer success management metrics
• Experience working with a CS automation tool

Interview Process and Experience
Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At ScreenCloud, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles! If you require any reasonable adjustments, please let our friendly recruitment team know.
Key Info
👩‍🏫 Typical Process: Intro to ScreenCloud - Meet the Hiring Manager - Challenge - Final🏡 Hybrid Friendly Working: 2-3 days in Office✨ Flexi-Hours: We don’t follow the strict 9-5 here, we trust you to execute your role to the highest standard whilst being able to make time for the things you love!
Benefits
Unlimited annual leaveHybrid-friendly workingWorking from home fundFlexible working hours401kCommuter benefitsConsumer discountsEnhanced parental leavePersonal development fundPrivate medical insurance (including dental and vision)Disability insurance (including life insurance, short-term & long-term disability cover)Employee assistance programme
Our Values
At ScreenCloud our values are core, this means they are the starting point - they underpin everything we do and enable a culture we can be proud of, both internally and externally.
🤲Trust & Transparency🦁 Unconventional & Brave💪 Integrity📚Continuous Learning & Development
FIND OUT MORE Check out our Bangkok, Belfast, LA, Charlotte and London hub pages.
Click here for some podcasting with our co-founders.
Read our culture blog here.
Get social! Follow us on Linkedin at @ScreenCloud - Digital Signage, and on Instagram at @Lifeatscreencloud